Client Experience Manager

About the role

Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager your team can rely on for clear direction, honest feedback, and real development.

Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar.

Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in.

Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them—whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion.

Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional.

Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team—reducing the volume of issues the team has to field in the first place.

Stay ahead of operational issues. When something unexpected breaks, figure out the fix and build the safeguard so it doesn't happen again.

About you

• Bring 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly
• Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling— and you pick up new systems quickly
• Think and act like an owner— you don't wait to be told something is broken, and you're never fully satisfied with the current bar when better is possible
• Genuinely care about the clients your team serves, and let that shape how you set standards and develop your people
• NYC-based preferred; open to remote for the right candidate

More about Prosper Health

• Our culture is a unique mix of thoughtfulness, kindness, and high-performance.
• We always ensure that we integrate perspectives from experts in our space, including clinicians and autistic self-advocates.
• Our team members come from places such as Bain, McKinsey, BCG, FirstHand Health, Rula, SeatGeek, Benchling, and schools like Harvard, MIT, Stanford, Yale, Penn, Dartmouth, Northwestern, Vanderbilt, and more.
• Here are a few of our favorite operating principles:
• Clients first— Our job is to solve real problems for our clients. Choose what makes life better for the client, even if it’s harder for us. Never lose sight of the person on the other side.
• Find a Way— We use ingenuity, scrappiness, and determination to bend the world to accomplish our goals. We’re resourceful and do more with less.
• Raise the Bar— We grow deliberately, by asking how things can improve and by giving and seeking feedback. We insist on the highest standards and keep pushing them higher.
• Be a Good Person— Be kind, be honest, and make it fun to work here. Tell the truth even when it’s uncomfortable. Treat people with respect and go out of your way to do nice things for your teammates.